Client Intake & Triage Specialist — Fast-Paced Support

TOTAL SOLUTIONS IT INC; Town of Marcy (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

Total Solutions IT Inc. is seeking an Intake & Triage Specialist to be the first point of contact for clients needing support.

You will capture details, route issues to the right team, and keep workflows moving with accurate tickets. The role focuses on listening, clear communication, and adaptability in a fast-paced environment, handling multiple systems like Outlook, Dialpad, and Autotask while maintaining high accuracy.

Qualifications

• Must have driver’s license and reliable transportation.
• Experience in a service or technical support role is preferred.

Responsibilities

• Answer inbound calls promptly and professionally.
• Identify core issues by asking the right questions and listening for key details.
• Utilize Autotask to create accurate, detailed service tickets that capture symptoms, impact, and other relevant information to support the technical team.
• Monitor multiple communication channels and ensure timely triage.
• Prioritize requests efficiently based on urgency and business impact.
• Organize information quickly and accurately while aligning with workflow standards.

Job description

Total Solutions IT Inc. is seeking an Intake & Triage Specialist to be the first point of contact for clients needing support.

You will capture details, route issues to the right team, and keep workflows moving with accurate tickets. The role focuses on listening, clear communication, and adaptability in a fast-paced environment, handling multiple systems like Outlook, Dialpad, and Autotask while maintaining high accuracy.